Do you find yourself struggling to keep up with the requests of your customers? Even if you are a skilled multitasker, effectively managing clients can still pose significant risks for anyone looking to improve their services. When calls go unanswered and emails are left without a response, you are likely going to come face-to-face with unhappy customers.
For businesses who don’t seem to have enough support from their customer service department, or lack thereof in some cases, a virtual customer service representative might be the answer that you’ve been looking for.
How Virtual Customer Service Representatives Can Help Your Business
Any home service business understands the challenges of keeping up with the needs of customers while traveling from home to home to get the job done. Sometimes, it might seem as though you don’t have enough hands to get everything done as quickly and effectively as you’d like. That’s when a virtual customer service representative can really give your business the upper hand.
Virtual assistants can help manage customer service needs while your team focuses on getting your work done. Plus, outsourcing customer service tasks to a team of knowledgeable virtual CSRs means that you can trust that your business needs are being adequately met. If a customer ever has a technical question, your CSR should be able to quickly find the information they need and act as another member of your team. Frankly, customers should never have any knowledge that the customer service representative they are working with is an outsourced asset.
In addition to providing more room for you to focus on your HVAC, plumbing, roofing, or other home service business, virtual assistants can greatly improve customer retention and relationships. A virtual CSR will help tackle customer complaints, promote your services, and overall maintain customer satisfaction. When customers have a positive experience with a business, they are more likely to continue using their services. Virtual CSRs who facilitate positive customer experiences and are able to increase retention rates by just five percent can also help post profits by 25 to 95 percent, according to Zippia.
In summary, not only can virtual assistants alleviate some of the challenges you might be experiencing, but they can also improve your business by simply addressing the needs of your customers.
5 Best Practices for Virtual Customer Service Representatives
Before working with a virtual assistant, it’s important to understand what exactly they can do to help you maintain customers. Here are a few best practices that all virtual customer service representatives should be aware of when working with home service providers.
When working with clients, communication is an essential part of successful work. This is true for any industry, but when assisting customers who are not seeing the behind-the-scenes work, effective communication is vital for customer satisfaction. The last thing a customer wants is to be left in the dark. They are turning to CSRs for help with something and expect that they can deliver the information that they need. So, it’s best practice to maintain clear communication. Here are a few tips for virtual CSRs:
- Respond to emails and calls promptly
- Make sure to address all aspects of the question
- Provide resources as needed
- Provide context for your answers
- Most importantly, be respectful
Whether virtual assistants are speaking over the phone, using live chat functions, or communicating over email, all language needs to be clear and precise so the customer never gets lost or confused. Virtual assistants should show customers that they understand the request and clearly explain their responses.
Keep Customers Organized
Sometimes working with customers can be a challenge, especially if they seem to be all over the place. When it comes to effective customer service, keeping customers properly managed is essential for positive relationships and overall productivity. To do this, establish a regular cadence with customers and identify the best way that they can reach you. When talking with new customers, it’s important to keep them organized from the very beginning in order to maintain a positive relationship.
Get to Know The Business
It’s imperative that virtual CSRs perform duties as if they are a part of the client’s business. This means getting to know their procedures, learning how they communicate, and generating an understanding of the business’s background. While your virtual CSR might already have industry knowledge, they may also need some time to get to know the way that you run your operations.
When customers turn to CSRs for answers, they should be able to answer them, even if they are related to general information about the company. Regardless, not being able to answer a simple question about the company is not only unhelpful but may make the customer question their relationship with your business.
Standard operating procedures, or SOPs, help all employees stay organized and follow the same procedures. Consistency across employees, including virtual CSRs, will help improve customer satisfaction and ensure that every customer is having the same experience with the company.
Recording processes not only improve consistency across customer service departments but also help to track progress. If a mistake is made, which happens sooner or later, the CSRs should be able to retrace their steps and determine where a change needs to be made. Additionally, when SOPs are designed to be flexible, they can be adjusted as needed according to each client’s requirements.
The technological boom that we’re currently experiencing is advancing at a rapid pace, and this is an opportunity for customer service teams to use new tools to their advantage. Over the past few years, there has been a large increase in the amount of remote work opportunities across industries, including customer service roles. Virtual assistants need to know how best to utilize technology in order to complete in-house CSR tasks from a distance.
Tools like Zoom, Slack, and Callingly help to streamline processes across a variety of departments. Using these tools, virtual CSRs are able to communicate directly with their clients to quickly receive information and efficiently pass it along to the customers looking for help. Any business that relies on outdated technology will quickly fall behind those that are leveraging software tools and meeting the needs of their customers.
Find Customer Service Support at Annie Admin
Managing customers without the help of a dedicated customer service team can really hold your business back. Luckily, Annie Admin’s team of professional virtual customer service representatives can help you manage customers while you focus on your business.
We know the ins and outs of customer service best practices so you can count on us to support your business. By acting as an in-house expert on your team, your customers will always have a reliable source of information to turn to when looking for help.
To learn more about virtual CSRs for your home services business, get in touch with Annie Admin today!